Service Designer / CX Designer

Brainlake; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

Brainlake in the United Arab Emirates seeks an experienced Service Designer / CX Designer to shape end-to-end customer and service experiences across digital and physical touchpoints. You will analyze how services work today, map journeys, facilitate workshops with clients and users, identify friction and opportunities, and design future-state journeys and service blueprints.

This senior, hands-on role requires translating complex operations into clear, actionable designs and collaborating with

Qualifications

• 8+ years of hands-on experience in Service Design or CX.
• Experience mapping end-to-end journeys across digital and physical touchpoints.
• Strong workshop facilitation with clients and senior stakeholders.
• Ability to translate insights into service blueprints and future-state designs.
• Proficiency with modern design tools (Figma, Miro, Lucidchart).

Responsibilities

• Conduct research and stakeholder interviews to understand customer needs, behaviours, business objectives, and operational challenges.
• Analyze existing services and business processes to identify friction, inefficiencies, gaps, and opportunities for improvement.
• Map end-to-end customer journeys across digital and physical channels.
• Identify customer needs, pain points, moments that matter, and opportunities to improve the overall experience.
• Create customer journey maps, empathy maps, experience maps, and service blueprints to visualize and communicate findings.
• Map current-state (as-is) experiences, services, and processes to understand how they operate today.
• Design future-state (to-be) journeys and service experiences that address customer and business needs.
• Develop service blueprints connecting frontstage customer interactions with backstage processes, people, systems, and dependencies.
• Plan, structure, and facilitate client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, prioritization, and future-state design sessions.
• Lead workshop discussions, manage different stakeholder perspectives, and turn workshop outputs into clear insights, decisions, and next steps.
• Translate complex business and operational workflows into clear visual process maps and service models.
• Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences.
• Validate proposed journeys and service concepts with users and stakeholders where required.
• Define clear recommendations and opportunities that can guide subsequent product, UX, operational, or technology decisions.
• Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients.

Skills

Journey mapping

Workshop facilitation

CX design

Service design

Stakeholder management

Communication

Analytical thinking

On-site collaboration

Arabic (optional)

Tools

Figma

FigJam

Miro

Lucidchart

Prototyping tools

Job description

We're looking for an experienced Service Designer / CX Designer to join our team and help shape better end-to-end customer and service experiences.

In this role, you'll analyze how services work today across people, processes, systems, and touchpoints, identify opportunities for improvement, and design how they should work in the future.

You'll work closely with clients, users, and cross-functional teams to understand customer needs, business objectives, operational realities, and pain points. You'll map current experiences, facilitate workshops, uncover opportunities, and design future-state journeys and service models across both digital and physical channels.

This is a relatively senior, hands-on role for someone who can move confidently between customer experience, service design, research, workshop facilitation, and business process thinking, turning complex challenges into clear and actionable solutions.

What You'll Do

• Conduct research and stakeholder interviews to understand customer needs, behaviours, business objectives, and operational challenges
• Analyze existing services and business processes to identify friction, inefficiencies, gaps, and opportunities for improvement
• Map end-to-end customer journeys across digital and physical channels
• Identify customer needs, pain points, moments that matter, and opportunities to improve the overall experience
• Create customer journey maps, empathy maps, experience maps, and service blueprints to visualize and communicate findings
• Map current-state (as-is) experiences, services, and processes to understand how they operate today
• Design future-state (to-be) journeys and service experiences that address customer and business needs
• Develop service blueprints connecting frontstage customer interactions with backstage processes, people, systems, and dependencies
• Plan, structure, and facilitate client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, prioritization, and future-state design sessions
• Lead workshop discussions, manage different stakeholder perspectives, and turn workshop outputs into clear insights, decisions, and next steps
• Translate complex business and operational workflows into clear visual process maps and service models
• Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences
• Validate proposed journeys and service concepts with users and stakeholders where required
• Define clear recommendations and opportunities that can guide subsequent product, UX, operational, or technology decisions
• Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients

Requirements

You're Our Match If You Have

• At least 8 years of hands-on experience in Service Design, Customer Experience, or a closely related discipline
• Proven experience mapping complex end-to-end customer journeys across digital and physical touchpoints
• Strong experience creating journey maps, service blueprints, experience maps, and process flows
• Experience mapping both current-state (as-is) and future-state (to-be) services and processes
• Strong workshop facilitation experience, with the confidence to independently plan and lead sessions with clients, senior stakeholders, and cross-functional teams
• Experience facilitating discovery, journey mapping, co-creation, ideation, prioritization, and future-state workshops
• Strong understanding of how customer experience connects with people, processes, operations, systems, and technology
• Experience conducting or working directly with customer and stakeholder research
• Ability to uncover customer needs, pain points, behavioural insights, and opportunities for service improvement
• Strong analytical and problem-solving skills, with the ability to make sense of complex services and business environments
• Ability to simplify complex systems, processes, and experiences into clear and actionable visual outputs
• Strong proficiency with modern service design, research, mapping, prototyping, and collaboration tools, such as Figma, FigJam, Miro, Lucidchart, or similar
• Up-to-date knowledge of the latest digital and AI-powered tools used across research, synthesis, journey mapping, service design, visualization, and prototyping
• Ability to use AI tools to accelerate research synthesis, analysis, ideation, documentation, and service design activities while maintaining strong human judgment and quality
• Curiosity and willingness to continuously explore and adopt new tools and methods that improve the speed and quality of the design process
• Strong presentation, storytelling, and stakeholder communication skills
• Ability to work collaboratively across multidisciplinary teams while also owning work independently
• Strong organizational skills and the ability to manage multiple priorities and changing project requirements
• Arabic speaking is a plus
• Willingness to work on-site with clients.
• Flexibility to work across different projects, industries, and client environments